Note: The job is a remote job and is open to candidates in USA. Humana is a U.S. healthcare company providing insurance and healthcare services. The Cloud Solutions Engineer 2 supports cloud implementation strategy and administers, maintains, and enhances the Genesys Cloud CX platform and related contact center technologies. The role partners with stakeholders, vendors, and technical teams to deliver reliable, scalable, and customer-focused contact center solutions.
Responsibilities
- Administer, configure, and support the Genesys Cloud CX platform, including users, roles, divisions, queues, skills, routing methods, and telephony resources
- Configure and support inbound and outbound voice services, digital channels, chat, messaging, email, and callback functionality
- Implement and maintain telephony integrations, SIP trunking, carrier connectivity, call flows, and voice routing solutions
- Partner with business stakeholders to gather requirements and deliver contact center solutions that align with operational and customer experience objectives
- Monitor platform performance, call quality, availability, and service levels; proactively identify and resolve issues affecting customer interactions
- Develop and maintain contact center reporting, dashboards, and analytics to provide operational insights and support business decision-making
- Support integrations between Genesys Cloud CX and enterprise systems such as CRM platforms, workforce management systems, Microsoft Teams, and other business applications
- Coordinate testing, deployment, and validation activities for new functionality, platform releases, and configuration changes
- Ensure compliance with organizational security standards, regulatory requirements, and contact center governance practices
- Troubleshoot and resolve complex platform, telephony, routing, and customer interaction issues in collaboration with vendors and internal support teams
- Create and maintain technical documentation, configuration standards, knowledge articles, and operational procedures
- Serve as a subject matter expert for Genesys Cloud CX, providing technical guidance, mentoring, and best practices to team members and stakeholders
- Manage vendor relationships and engage Genesys, telecommunications carriers, and third-party providers to support issue resolution and solution implementation
- Process move, add, and change requests related to contact center operations, telephony services, user provisioning, and platform configuration
- Apply understanding of department, segment, and organizational goals to align Genesys Cloud CX capabilities with business requirements and customer experience initiatives
- Make decisions regarding work methods, occasionally in ambiguous situations, with minimal direction and guidance when needed
- Follow established operational procedures, change management processes, and support practices to maintain a highly available and reliable contact center environment
Skills
- Bachelor's degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related technical field, or an equivalent combination of education and relevant work experience
- 3-5 years of experience in systems analysis or application programming development
- Must be passionate about contributing to an organization focused on continuously improving consumer experiences
- Work from a dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
- At minimum, a download speed of 25 Mbps and an upload speed of 10 Mbps is required; wireless, wired cable or DSL connection is suggested
- Travel: While this is a remote position, occasional travel to Humana's offices for training or meetings may be required
- 3 years of experience administering, supporting, and implementing Genesys Cloud CX or other enterprise contact center platforms preferred
Benefits
- Work-Life Balance
- Generous PTO package
- Health benefits effective day 1
- Annual Incentive Plan
- 401K - Excellent company match
- Well-being program
- Paid Volunteer Time Off
- Medical, dental and vision benefits
- 401(k) retirement savings plan
- Paid time off, company and personal holidays, paid parental and caregiver leave
- Short-term and long-term disability
- Life insurance
- Bonus incentive plan based upon company and/or individual performance
- Employees who live and work from Home in the state of California, Illinois, Montana, or South Dakota will be provided a bi-weekly payment for their internet expense.
- Humana will provide Home or Hybrid Home/Office employees with telephone equipment appropriate to meet the business requirements for their position/job.
- Remote work, with occasional travel to Humana's offices for training or meetings possibly required.
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